DHL Express currently has an opening for an Operations Manager - Service Centre in our Hamilton, ON facility.
Responsibilities:
Establish superior customer service performance indicators and meet/exceed standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality.
Responsibility for the cost optimization of the facility.
Manage employee/labour relations through appropriate application of Collective Agreement.
Manage all local Human Resources issues in alignment with Human Resources team.
Ensure successful implementation, continued application and maintenance of Track and Trace technology including scanning compliance - P & D; on-hand; linking multi-piece shipments; transfer to agents.
Monitor & improve EBIT through profitable revenue growth, management of P.U.D. costs, handling; and on-time data entry.
Assist in the development of the long & short-range service centre objectives and plans for attainment.
Prepare the service centre profit plan and submit for approval and execution.
Identify & track route service standards and adjust operation as required.
Organize, assign responsibility and develop, through training & counseling, competent branch staff, providing opportunities for growth and promotion.
Provide leadership, through appropriate decision‑making, communication and motivation, to get service centre management and staff to effectively perform their duties.
Ensure staff compliance with established Company standards, policies and procedures including workplace conduct,



Occupational Health & Safety, Transport of Dangerous Goods, and WCB.
Keep informed on general business conditions and activities of current and potential competitors.
Process branch paperwork and prepare required reports & statistics.
Where applicable, travel to and manage outlying depots.
Achievement of area branch Track & Trace targets.
Implement continuous improvement initiatives.
Requirements:
Excellent interpersonal skills.
Proven experience and success in leadership positions.
Demonstrated general accounting, finance & administration experience.
Good communication skills - written & verbal.
Demonstrated ability to successfully manage multiple tasks/priorities.
Implemented measurements & strategies to attain goals within time constraints.
Proven work experience in a union environment and negotiation skills.
Demonstrated analysis & problem‑solving skills.
Word processing & spreadsheet experience.
3-5 years management experience in a medium to large service company, preferably transportation.
University degree (in appropriate discipline) or equivalent experience.
Demonstrated experience implementing quality/process improvement initiatives.
University degree in an appropriate discipline or equivalent experience; 3-5 years management experience in a medium to large service company, preferably transportation; proven experience in a union workplace with negotiation skills; demonstrated accounting, finance and administration experience; strong analytical and problem‑solving skills.

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📌 Operations Manager - Service Centre (Ontario)
🏢 DHL Express
📍 Ontario